Help Desk Support Specialist

Green Dot Public Schools (CA) is expanding its technology support team with a Remote Help Desk Support Specialist based in the Los Angeles area. In this role, you will be the single point of contact for end users through NerdFone, providing support across Information Systems, Data Science and Analytics, and data reporting, with standard hours and occasional travel as needed.

Responsibilities

• Provide excellent customer support and timely responses and solutions to all stakeholders within Green Dot.
• Escalate issues and questions to ensure appropriate resolution.
• Serve as the primary contact for end users to receive support and maintenance within the organization’s technology environment through NerdFone, Green Dot’s IT, IS, and Data Science and Analytics (DSA) help desk, from 7am-3pm M-F.
• Collaborate with network administrators, network engineers, desktop administrators, application engineers, and DSA analysts to keep technology operations running smoothly.
• Communicate with school sites, testing services, and other external vendors.
• Support DSA and IS departments as needed, including local, state, and federal data collection and reporting for compliance.
• Perform additional duties as assigned.
• Normal business hours are 7:00am – 4:00pm, Monday-Friday, with potential variation including occasional evening and weekend work based on organizational needs.
• Minimal or no travel required, other than visits to local school sites as needed.
• Develop, maintain, and regularly update support documentation and training materials within the NerdFone Library to ensure accuracy and usability.
• Assist with manual data uploads and maintain system roles and permissions to support accurate user access and data integrity.
• Provide operational support for state and internal testing processes, including system setup and troubleshooting as needed.

Requirements

• Bachelor’s degree preferred
• 1 year of professional work experience in systems support is preferred
• Excellent working knowledge of Microsoft Excel, Word, PowerPoint and other apps is preferred
• Must be able to pass a TB test and background check at the time of offer
• Advanced knowledge of Google Apps, Google Drive, and other core GSuite products is preferred
• Ability to quickly learn, master, and maintain a variety of web-based applications
• Adept at asking clarifying questions to ensure understanding
• Excellent written and verbal communication skills, including communication with senior management
• Strong interpersonal and relationship-building skills
• Strong customer service skills with calm, goodwill-focused problem solving
• Strong analytical and problem-solving abilities with keen attention to detail
• Ability to maintain strict confidentiality regarding student and employee data
• Self-motivated and capable of prioritizing and executing tasks in a high-pressure environment with limited supervision
• Experience working in a collaborative, team-oriented setting
• Ability to adapt to change quickly
• Desire to contribute to a positive social impact
• Dependable, with a sense of humor and commitment to Green Dot’s mission and communities served

Technologies

• NerdFone, Google Apps / G Suite (Google Drive), Microsoft Excel, Microsoft Word, Microsoft PowerPoint

Opportunity

The Help Desk Support Specialist provides a single point of contact for end users to receive support and maintenance within Green Dot’s technology environment through NerdFone, IT, IS, and the DSA help desk. NerdFone serves hundreds of Green Dot users weekly, and the role focuses on resolving technology challenges promptly across all Green Dot regions. You will work from 7am-4pm, primarily within NerdFone, with the remainder dedicated to supporting the DSA and IS teams in data collection, reporting, and application support. The ideal candidate is motivated, analytical, detail-oriented, and capable of learning new systems quickly. This is a remote role for candidates residing in the Los Angeles area, with occasional travel to Green Dot’s Home Office and local school sites as needed.

Job Requirements

Work Hours: This position requires consistent attendance during scheduled hours.

Compensation

The starting hourly rate ranges from $29.81 to $37.86. Offers at the top of the range are rare, with individual education and experience considered during offers.

Benefits

• PPO, EPO and HMO options for medical, dental, and vision coverage, including a 100% employee-only paid option
• Employee Assistance Program (100% employer-paid)
• Life and AD&D Insurance (100% employer-paid)
• Optional Term Life & AD&D Insurance
• Short- and Long-Term Disability Insurance (100% employer-paid)
• Flexible Spending Accounts (health and dependent care)
• Monthly parking for Central Office-based employees (100% employer-paid)
• Optional California Parking Cash-Out program for Central Office-based employees
• Wellness programs and resources
• Financial planning/coaching access
• Optional non-matching 401(k) plan
• Potential for remote work opportunities (occasional or recurring)
• Potential for annual performance-based compensation increases
• Potential for annual bonuses
• Potential for stipend work opportunities
• Approved family care and/or medical leave (unpaid)
• Generous paid time off: 15 days in years 1-3, 20 days in years 4-6, and 25 days beyond 6 years
• Additional 15 days per year for Winter and Spring breaks, plus 10 annual paid holidays
• 3-5 days of paid bereavement leave